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of the high flyers Ms Supaporn claims a good understanding of the ticketing business is essential to reaching the dizzy heights she has achieved. ``Airline ticketing agents offer the same products everywhere. But for us, we think it's a service business so we focus on improving our services,'' she said. ``We give attention to every little details like the friendliness of staff, their expertise in making airline reservations and their ability and knowledge of airline and flight operations. ``Our staff will always give accurate information to customers concerning prices, flight connections and other details, so that they can give good service to customers,'' she said. Fly High Travel Services also gives a lot of attention to customer relations, especially if they are regular customers. ``We emphasise personalised services for regular customers. This can be done by several methods such as anticipating their needs, recognising their preference of airlines, or knowing if they are vegetarians or not,'' Ms Supaporn said. ``We even know their birth date and send them a birthday gift to thank them. These are all standards of services that we try to improve all the time,'' Ms Supaporn said. Since staff efficiency is so important, all employees of Fly High Travel Service are regularly provided with proper training to keep them updated on the latest technology and promotions. Apart from services, the company has also put much effort in marketing and promotional strategies. One successful strategy is the ``cash reward'' loyalty programme, which helps encourage existing clients to introduce new clients to the company. Those who introduce new accounts can redeem rewards from the company. This promotional idea was derived from extensive market research and market survey directed at clients. This helps the company to offer promotions that really serve the clients' needs. Mr Supaporn claims her company is the only travel agent to have a PR department, reflecting her ambitious attempt to boost the company's profile in the industry. She likes to think of herself as a businesswoman who always has a strategic plan and clear goal in mind. Always the visionary, she has three clear goals in mind. She wants Fly High Travel Service to be known as the country's top travel agency which offers a full service to customers. Also, she wants to form a partnership with an international company to help expand the agency's global customer base. In terms of sales revenue, Ms Supaporn also wants to increase revenue from the sale of air tickets to 150 million baht a month. That excludes income from package tour and general services, which account for 30% of the business.. ``That sales target is up to the level of current top ticketing agencies and we aim to reach that point,'' she said. If she succeeds, her company will become the country's top ticketing agency. |
